Access Health CT 2019 Open Enrollment Update 2019 Open Enrollment - - PowerPoint PPT Presentation

Access Health CT

2019 Open Enrollment Update

• Complete Open Enrollment Summary Report

To Be Released In February

• 2019 Open Enrollment Challenges
• Lower price 2019 benchmark plans reduces premium tax

credits

• 86% of enrollees projected to have a net premium increase

if auto-renewed

• 52% expecting a $100 or greater monthly premium

increase

• Significant increase in customer assistance and decision

support anticipated in response to new plans and pricing dynamics

2019 Open Enrollment Update

2 Annual Report To Be Posted: https://agency.accesshealthct.com/meeting s#one

2019 Open Enrollment Extension

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• 2019 Open Enrollment (OE) Extended 30 Days:

November 1, 2018 - January 15, 2019

• New Enrollments and Plan Changes For February

Coverage Allowed During Extension

• 4,081 enrollees changed plans during extension, 10,059

customers enrolled for coverage starting in February

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2019 Open Enrollment Overview

80,812 Enrollees Renewed

Enrollees who renewed their 2018 policies for 2019

30,254 New QHP Enrollees Added

Of those, over 9.6k Are First Time Customers

49,912 Medicaid Enrollees

Completed applications/redeterminations processed through the integrated eligibility system during Open Enrollment

111,066 Active 2019 Enrollees

Of those, 71% qualify for premium tax credits

78,713 110,095 116,019 111,542 114,134 111,066

OE 2014 OE 2015 OE 2016 OE 2017 OE 2018 OE 2019

Annual Enrollee Counts OE 2014-2019

2019 Open Enrollment Overview

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New Acquisition Customer1 Re‐Acquired Customer2 Retained Customer3 Members 9,570 20,684 80,812

• Avg. HH Size

2.0 1.8 1.9

• Avg. Age

40.3 40.2 45.1 % Female 50.5% 54.4% 54.1%

• Avg. % Federal Poverty

Level4 218.1% 212.2% 231.7% % HUSKY Transfers (2018 Coverage5) 0.0% 30.4% 5.1% % w/ 2018 QHP Coverage5 0.0% 1.1% 86.4% % w/ 2017 QHP Coverage5 0.0% 13.6% 56.8% % w/ 2015 – 2018 QHP Coverage5 0.0% 0.2% 25.0%

Customer Profiles

1) Enrollees who did not have an account with AHCT prior to 2019 Open Enrollment are defined as “new acquisition” customers. 2) Enrollees with accounts created prior to open enrollment, but not enrolled in a QHP are defined as “re-acquired” customers. 3) Enrollees with active 2018 QHP coverage prior to 2019 Open Enrollment are defined as “retained” customers. 4) FPL for non-subsidized customers not included in FPL average 5) Proportion of enrollees with 320 days or more of coverage within the year.

New customers had higher income and were less likely to qualify for financial assistance.

2019 OE Attrition Reasons

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Enrolled In HUSKY

31%

Active Cancelation

46%

Medicare Age Out (64+)

9%

Did Not Actively Renew – Automatically Termed

14%

14,981 non‐renewals

* 2016 Leaver Survey Conducted by AHCT

5 in 10

Non-Subsidized Leavers Indicate They Have Coverage Through Another Source*

3 in 10

Subsidized Leavers Indicate They Have Coverage Through Another Source*

Shop, Compare & Enroll: AHCT Call To Action & Support

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 4 personalized direct mail (100k

deliveries)

 Over 100 custom emails (Over

950k sent)

 6 text message waves (More

than 25k recipients)

 Over 320 social media posts

(63.4k viewed top post)

 3,300 Outbound Calls  In excess of 288k calls handled

from customers

 7 enrollment locations opened

with over 3,831 visitors

 11 enrollment fairs serving 1,592

visitors

 827 social media interactions

with customers through Cx Command Center

 More than 28k live chat sessions  Over 50k users utilized

Consumer Decision Support (CDS) tool cost estimation, doctor search, or prescription search features

 10 brokers hired and placed in

call center with over 5k enrollees assisted

 43% of enrollees associated with

brokers (+8% from 2018)

Customer Engagement Customer Assistance Decision Support

• 1095A Preparation
• 93k 1095As to be mailed out by Jan 28th
• Electronic 1095 download available through Access

Health CT website

• Dedicated outreach and resolution staff available
• Customer Support Centers
• In-person customer assistance for post-enrollment

help available

• 4 locations and dates
• Year Round Communications & Outreach
• Educational content focused on post-enrollment

requirements and plan utilization

What’s Next

8 Saturday, 1/19

Raymond Library 840 Main Street East Hartford, CT 06108 10:00 AM‐2:00 PM

Saturday, 2/2

2 Howe St New Haven, CT 06511 10:00 AM‐2:00 PM

Saturday, 2/9

Stamford Government Center Cafeteria 888 Washington Blvd Stamford, CT 06901 10:00 AM‐2:00 PM

Saturday, 2/16

New Britain High School Media Center 110 Mill St New Britain, CT 06051 10:00 AM‐2:00 PM

Customer Support Center Dates and Locations

Contact: Kelly Kennedy Access Health CT Community Affairs & Outreach Manager kelly.kennedy@ct.gov 860.757.6843

Thank you!

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